Due to expansion an opportunity has arisen for a Service Desk Analyst to join the Newcastle upon Tyne team of a leading global integrated security company. You will enjoy working in a modern spacious office with free parking, subsidised café and other excellent benefits.

The company specialise in the provision of security products, services and solutions. It has been established for over 100 years, operate in 120 countries, globally and employ 618K people.

The role is focused upon the provision of support services to the business and its customers specifically in the areas of IT support and incident management. The role will be part of a team covering service support from 7:00am to 18:00pm; the successful candidates will form part of a rota covering this operational time.

As a Service Desk Analyst your duties will include: Undertaking daily workflow activities and liaise with external customers and their representatives Perform daily checks, balances and incident management of service and solutions availability Supporting and actioning service requests and incident management of IT system dependencies by accurately capturing and logging details from telephone, email and direct customer interaction Supporting the problem management process and assist with managing root cause analysis of common, recurring and high severity incidents Offering first line support to the company and associated systems inclusive of hand held/mobile devices, remote access and head office desktop/laptop users Supporting the companies desktop and laptop hardware environment Configuring and installing desktop, phone and office moves and dependent network patching

The ideal Service Desk Analyst will have the following skills and experience: Technical and / or Technical Service Desk experience Demonstrable IT Service Desk experience IT technical knowledge built by experience of technical IT support role(s) Strong customer service skills effective in working with customers at all levels. Knowledge of the latest and emerging technologies (Windows 7, Cloud, Linux, Android etc.). Strong analytical skills Troubleshooting skills and knowledge of ITIL service operation processes The role is based in Newcastle upon Tyne, however, availability to travel to other UK offices may be required, as well as expecting occasion out of hours work

In return you will receive a salary of up to £20,000 pa plus 5 weeks annual leave, free parking, subsidised café, childcare vouchers, employee care scheme and best doctors plus other excellent benefits.

The first stage of the application process is to apply online.

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